How AI call centre agents transform sales and services

Summary 

In this blog, I will help you get a clear idea of AI call centre agents and how AI call centre agents help you to bring incredible results in your business.

Introduction

There was a time when call centres operated on a limited scale, and agents worked around the clock to handle customer queries. 

A new system has emerged as a result of the invention of artificial intelligence technologies. Businesses can rely on AI call centre agents to be a game-changer throughout their journey. Salesforce reports that 60 per cent of its customers wish to resolve their problems through self-service. 

Therefore, companies need an AI call center solutions to resolve customer problems around the clock. AI call centre agents are a crucial requirement for businesses to stay ahead in the market. AI software offers a feature that strengthens the service and brings high-impact changes to the firm.

AI call centre agents not only respond to user feedback but also analyse their emotions and needs. Based on their needs, AI bots resolve their problems and guide them. 

In this competitive world, standing out in the market is tough, and businesses need fast-track solutions to satisfy their customers. Furthermore, AI call centre agents provide a valuable solution to businesses to optimise their budgets. It helps them provide efficient services under an affordable budget.

 AI Call Centre Agents: Why do businesses need them?

Let’s begin with a quick introduction to AI call centre agents and so that you get a clear idea of why it is so important nowadays from a business point of view.

AI call centre agents provide incredible benefits to the sales and services department. Previously, everything from handling calls to maintaining was done by humans. Furthermore, it took a huge time and the results were not satisfactory.

By adopting an AI call assistant , you can get rid of repetitive work and get quality outcomes in a short time.

How good is that if you’re 90 per cent of the time, it gets utilised productively rather than providing training to employees! 

Furthermore, an AI call centre agent reduces the stress of heavy workloads; you don’t need to enter data into the system manually. Furthermore, you can automate follow-ups, status, customer questions, and their problems in the system.

One of the best features of call centre automation is that you can audit calls in real time. Furthermore, automation checks each call quality and provides you with feedback so that you can easily improve the workflows. 

Furthermore, an AI call centre agent can analyse the mood of customers during the call. Suppose the customer is upset; it provides you with better ways to handle their queries. In this way, businesses can easily provide excellent services to their customers and retain them.

Top features of AI call centre agents

I hope you got a brief on AI call centre agents. Before we go ahead, let’s understand some interesting features to help you evaluate your business needs.

Automated insight

Previously, the agent did not understand the customer’s behaviour. Furthermore, it was difficult for the agent to deal with the customer on the call. By employing AI call centre agents, you can easily detect customer mood. Let’s understand with the help of an example.

Suppose you are working in a telecom company, and your customer has already raised tickets twice related to an internet issue. Now he is calling you third time as the ticket has not been resolved yet. 

In the old call centre system, agents were unable to understand the mood(angry, happy, sad) of the customer. This is where AI call centre agents come into play. AI bots can easily analyse customer behaviour by checking their history and help agents to give the right feedback and tips to handle such customers. 

Further, it is easy for AI to analyse voice tone, emotion, which is not possible for agents. It displays all the emotions of the customer on the screen, so that agents can easily know what better suggestions can be given. In this way, businesses can improve their call quality and retain their customers for the long term.

I hope you understand how automated insights help you to recognise customer behaviour. By using these valuable insights, you can easily delight your customer.

Natural Language Processing

Natural language processing is part of AI technology trained on human data. It was difficult for the call centre to handle all the customer queries and write repeated feedback multiple times a day. Let’s understand with the help of an example.  

Suppose the customer raised a request for the “order status”. Every time you need to write manually about their order status and resolve their queries. 

This work style is too laborious and agents feel tired at the end. Interestingly, natural language processing has to understand human language. By integrating this feature, businesses can handle slow queries from customers, as AI call centre agents can easily reply to their questions within a few minutes. 

Furthermore, it easily analyses all the problems of the customers just like a human and gives you suitable suggestions to implement. It feels good when 90 per cent of your calls are automated, you just have to focus on valuable work. Happy to hear!!!

In short, natural language processing is just like humans. Its incredible ability to understand emotions mesmerised the user.

Predictive analysis

Is it possible for humans to understand all the data of the customer and provide them feedback in real time?  The answer is no!!

So, how will businesses understand what customers want, and what is their next move? Suppose you are running a telecom firm. Every month I recharge with 200$ for the internet connection. But this month, I forgot to recharge my internet connection. In this scenario, it is hard for agents to predict the data of every customer and ask them to recharge.

If your business is unable to access the past data of a customer, how will you understand what your customer is doing? How to impress them and retain them in the long term.

One of the top features of AI call centre agents is predictive analysis. Furthermore, it can understand all the customer data, behaviour patterns, and their next move. AI bots can easily predict the customer and provide them a better offer before they stop using your service. Like “recharge today and get a 20 per cent discount”. 

So, finally, you got the idea of predictive analysis and how it is useful in analyzing user past data and patterns. Thus, an AI call centre agent can easily evaluate a customer’s next move and help business owners to retain their customers in the long term.  

Chatbot

Chatbots are an AI assistant and help businesses to skip small queries and handle to them. Furthermore, it is helpful for businesses to handle a high volume of calls during sales or festive seasons. By integrating chatbots in your system, you can easily answer small queries of customers like billing details, refund status, order tracking, and more. 

By implementing it, real agents can focus on bigger queries and provide customers with fast-track solutions. Nowadays, users lack the time to call and address their queries. Even call agents get tired of repetitive jobs and manually answering the same questions from the user.

So, I hope you got a brief idea of chatbots and how it is valuable for businesses to handle queries of customer queries. By leveraging this, you can simplify your workload and focus on a more valuable approach. 

How do AI Call Centre Agents Help Sales and Services?

By reading the above features, you have got a clear idea about AI call centre agent features. Next, we will see how implementing AI in BPO provides incredible value to the sales and services team.

 24/7 support

There was a time when companies had to hire additional staff to work at night. Sometimes, customer raise their queries during midnight, and businesses need to augment their team to work in night shifts. 

But nowadays, businesses don’t need to rely on outdated systems. They can easily implement an AI call centre agent to handle the customers’ queries even at midnight. Furthermore, AI bots are designed in such a way, they can easily understand customer behaviour and act like humans to support your customer. Whenever a customer raises a query, it gives an instant answer and resolves thier query within a few minutes.

Overall, AI contact centre agents reduce the waiting time for customers. It simplifies the process and provides customers with fast solutions. In this way, you can build trust with your customers.

In short, AI agents = Instant help + 24×7 support = Happy customer.

Minimise waiting time

Artificial intelligence call center agents combine an intelligent routing feature that minimizes the waiting and hold time of customers. Previously, customers had to wait in a queue for their product issues. 

Once the agent gets free, then only he can take another call. Just imagine how tiring it was, as both customers and agents get irritated. Furthermore, AI call center agent are adept at understanding customer sentiments and transferring the issue to the right agents.

Suppose the customer is asking for a home loan. AI bots will transfer the call to agents who have great expertise in it. Additionally, it provides real-time assistance during the call. Like it provides relevant steps and suggestions, agents need to explain during the call. It displays all the relevant articles that you need to present to the customer. 

Last but not least, AI call centre agents will send you an alert to escalate the call if any serious issue arises. So, finally, you got a clear idea of the role of AI agents for the sales team. Thus, by employing it in your existing system, you can provide fast and accurate feedback to agents. Thus, it reduces your waiting time and minimises the chances of error.

Personalised Interaction

AI for contact centers is smartly designed so that it can even greet customers by name. Furthermore, it keeps all the data and history of the customer’s product and can easily evaluate their interest. Based on the customer data, AI suggests products and services to them. 

This was not possible for agents to gather, analyse data, and understand the interests of millions of users. With the help of AI call centre agents, businesses can create a strong bond with their users. Also, personalisation makes your customer feel delighted, and they feel comfortable continuing your services.

It’s human nature, when you get friendly with your customers and support them, they feel happy to buy products from you. In this way, the company can elevate its efficiency and get highly convertible leads.

I hope you are now clear about the benefits and features of AI customer service. In short, it is a smart way to give a personal touch to your customers and satisfy them with your services.

Conclusion

In this fast-paced world, customers want a fast-track solution. AI call centre agents provide a ray of hope to businesses to reduce their workload and boost their efficiency.

The above article provides you with powerful insights about AI call centre agents. Smart automation is a crucial aspect; without it, you cannot stay ahead in the competitive landscape.